Retention Specialist - Whatsapp - Remote

Overview

HighLevel is seeking a WhatsApp Retention Specialist to engage with agencies looking to cancel or who have already canceled their WhatsApp subscription, focusing on understanding their reasons for cancellation and implementing strategies to retain them.

In Short

• Engage with agency owners to understand cancellation reasons.
• Develop retention strategies and collaborate with the Product team.
• Provide technical explanations of WhatsApp API capabilities.
• Troubleshoot basic API and JSON-related issues.
• Track cancellation trends and proactively reach out to at-risk agencies.
• Collect and analyze feedback to identify pain points.
• Monitor churn metrics and provide reports to leadership.
• Collaborate with Support, QA, and Product teams.
• Act as a liaison between customers and Meta for escalated issues.

Requirements

• 2+ years in customer retention or related role.
• Experience with SaaS products, especially subscription models.
• Strong understanding of WhatsApp APIs and JSON structures.
• Excellent verbal and written communication skills.
• Ability to think critically and propose creative solutions.
• Strong empathy and customer-centric approach.
• Proactive attitude in a fast-paced environment.
• Adaptability to handle diverse customer scenarios.

Benefits

• Work in a remote-first environment.
• Be part of a dynamic and growing team.
• Opportunity to influence product development based on customer feedback.
• Engage with a diverse customer base.
• Foster a strong company culture and work-life balance.